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Is Lifestone a good landlord? Are you happy with the services we provide? Do we listen to your views and take action?
What you think of Lifestone and our services is vital. It’s how we measure ourselves, and how the government measures us too. It’s also how we know what services we need to contine improving to provide a better experience for our residents.
The Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) in April 2023. You can read about the TSMs and our methodology here.
You can see our annual results for April 2024 to March 2025 below. Overall satisfaction with Lifestone has increased compared to last year for both residents who rent from us and for shared owners.
Resident voice has been at the heart of driving improvement. Over 1,600 residents have taken part in involvement activities this year – providing feedback, scrutinising our performance and helping to shape improvements. Our Customer Voice Panel has gone from strength to strength and has been instrumental in ensuring that the voice of residents is represented.
Shared owners have told us that they are more satisfied this year on all except for one measure. Residents who rent from us have also been more satisfied across most measures. We know that keeping your home safe and well maintained is crucial. This year your satisfaction with repairs, while still high, did decline compared to last year. But your feedback helped us to identify the issues quickly so that the service improved in the latter part of the year.
Last year, your feedback helped us to identify key areas for improvement. This resulted in the relaunch of our Customer Care Standards and this focus has led to a better experience for residents. This year we’ve also been running projects seeking to improve safety, cleanliness and upkeep of your community which are so important to making you feel comfortable and proud of where you live. We know we still have more to do but are pleased to see that you are starting to report increased satisfaction in this area.
Resident satisfaction is higher than last year for providing a home that is safe and well maintained. This year, we’ve been focusing on checking the overall condition of many of your homes, especially when it comes to issues like damp, mould and other health and safety risks. We’ve increased the number of home surveys carried out which has helped us identify and fix hidden issues more quickly.
Your satisfaction with repairs dipped earlier in the year. Your feedback helped us to quickly pinpoint the issues, such as surveyors not clearly explaining the next steps after a visit, and put things right. Our focus on giving you clearer updates and doing repairs more quickly contributed to satisfaction rising from 79.4% between April and December to 85.7% between January and March.
Your experience when dealing with us has been a key area of improvement this year. Our Customer Care Standards are now part of every team’s objectives, helping to ensure that when you contact us you feel listened to, and clear on what is going to happen and when. Year-on-year improvements in your satisfaction with ‘listening to your views and acting on them’ and ‘treating you fairly and with respect’ are positive signs of progress in this area.
We know we don’t always get it right, and it is important that when you aren’t happy with the service you get, that you let us know so we can make things right. A decline in your satisfaction with the way we handle complaints shows a need to make further improvements in this area and this will be a key focus for us in 2025-26. You can read more in our annual complaints report. Satisfaction has also dropped slightly with keeping you informed of the things that matter to you. We’ll be working with teams across our business to ensure messages are better tailored to what matters to you, and that we are living up to our Customer Care Standard of giving you plenty of notice about things that affect you.
Satisfaction with communal area cleanliness and maintenance has improved this year. We remain focused on this and 2025-26 will see the delivery of a Cleaning Improvement Plan which is based on your specific areas of feedback.
Over the last year, we carried out a major review of our ASB service This included a new policy and procedures; a new ASB app; and a new online reporting form and toolkit, with a focus on making it easier to report issues and improving how we respond. Satisfaction with how we handle ASB rose from 60.4% in April-December to 67.9% in January-March.
*Low Cost Rental Accommodation
Your experience when dealing with us has been a key area of improvement this year. Our Customer Care Standards are now part of every team’s objectives, helping to ensure that when you contact us you feel listened to, and clear on what is going to happen and when. Year-on-year improvements in your satisfaction with ‘listening to your views and acting on them’ and ‘treating you fairly and with respect’ are positive signs of progress in this area.
We know we don’t always get it right, and it is important that when you aren’t happy with the service you get, that you let us know so we can make things right. Low satisfaction with the way we handle complaints shows a need to make further improvements in this area and this will be a key focus for us in 2025-26. You can read more in our annual complaints report. Satisfaction has also dropped slightly with keeping you informed of the things that matter to you. We’ll be working with teams across our business to ensure messages are better tailored to what matters to you. We’ve listened to what shared owners have told us and made some meaningful improvements, including launching the first in a series of homeowner webinars.
Satisfaction with communal area cleanliness and maintenance has improved this year. We remain focused on this and 2025-26 will see the delivery of a Cleaning Improvement Plan which is based on your specific areas of feedback.
Over the last year, we carried out a major review of our ASB service This included a new policy and procedures; a new ASB app; and a new online reporting form and toolkit, with a focus on making it easier to report issues and improving how we respond. We’ve already seen the impact of this work with satisfaction increasing year-on-year.
*Low Cost Home Ownership
The number of ASB cases per 1,000 properties has increased year on year. Further analysis of last year’s ASB case data identified some inconsistencies in how we reported ASB. We have since updated our 2023 – 2024 report and you can read more about that here. Ensuring that all ASB is reported correctly, and taking action when appropriate, remains a top priority for 2025 – 2026. Please report everything so that we can take appropriate action or give advice where needed.
This year we’ve seen an increase in the number of complaints, following a campaign to encourage residents to report complaints and internal training to ensure we are capturing all complaints on our system. When things haven’t gone well, we want to try to fix them as quickly as possible and learn from each incident to improve our services. The increase in the number of complaints means we have taken longer than we should to manage some of them. We have recruited more colleagues to help with this and will be kicking-off our new Complaints Improvement Plan in 2025.
Building safety remains a top priority and compliance remains strong. Fire risk assessment compliance was down slightly year-on-year and we are working with managing agents who manage some of our properties on our behalf to reach 100%. Water safety checks are slightly down but this is due to an isolated case of one unoccupied block which is currently up for sale. All checks have been carried out on occupied blocks.
The vast majority of Lifestone homes meet the Decent Home Standard. Those that don’t are either due to residents not providing access to carry out works, or where the home is already scheduled for improvement in the very near future.
Most emergency repairs were completed on time, although we saw a slight dip in performance over the winter period. This was largely due to scheduling challenges and contractor availability – issues we’re addressing as part of our 2025–2026 planning. Performance on non-emergency repairs improved compared to last year and exceeded our targets. Demand for electrical work remains high, and to improve flexibility and reduce our reliance on contractors, we’re investing in additional resources and expanding our in-house repair teams.
N.B. – Arrows in graphics represent a comparison to 2023 – 2024 figures.
We continue to respond to your feedback and work with you to make things better. Going into 2025-26 our focus areas are: